Frequently Asked Questions

Easy On Hold^® can write new messages for you or update your current messages; custom scriptwriting and industry templates are included in our services. Our messages are short and we use active words to keep callers engaged. Through your Customer Control Center you can easily request new productions, with a guaranteed 3 business-day turnaround time on script and audio requests.

From script to audio can take as little as two days. We guarantee a three-business-day turnaround on scripts and voice recordings. Emergency messaging can be created in advance.

You can have just about any style of music, including carefully-curated, profanity-free popular hits. We license with the largest provider of instrumental (background) music, with over 185,000 songs.

Our popular music service does not use playlists. Content plays randomly, creating a unique caller or visitor experience every time. For messages on hold, think in terms of scheduled and prioritized individual topics (messages). Callers hear what is current and important to them right now.

All music is copyrighted and requires fees for use on your call platform. Easy On Hold^® pays for the rights and clearances required for all the content on our streams. We can play any audio you provide, as long as you have clearance in writing.

Yes, as it should be. Streams deliver a single, unified experience that is the same when a call is being queued for an agent as when the agent placed a call on hold.

Easy On Hold^® is a Cisco solutions partner, a Genesys technology partner, and a tested and approved Avaya DevConnect provider. We stream in Genesys Engage, Avaya Aura Media Server, Cisco CUCM and VVB (virtual voice browser), and platforms based on BroadSoft, Asterisk, FreeSWITCH, and some other technologies. Talk to our solutions engineers about your contact center architecture.

Streams consume little bandwidth and can also reduce traffic on your platform. Rather than reaching for an audio file for every call, a stream is a single source that calls access.

It is possible to work with your call routing scheme to make multiple music queues callers can enter while waiting (as with “press two for Spanish”). For shorter hold times, a choose-the-music function is rather pointless. Remember, your hold queue is an opportunity to manage and build your brand. Well-written, timely, and relevant spoken content can also help callers while they wait. When callers are being helped, they don’t hang up.

With Easy On Hold^® you get a wide range of customization options. You can choose from hundreds of music genres to fit each of your messages or from one of our channels of streaming music curated for contact centers. We can provide a custom script or you can use your own script. You can request American English male and female voices. International voice talent can be chosen for an additional fee. If your phone system is compatible with our streaming solutions, you can schedule when and how often your messages will play at which locations. This can be changed in real time.

Certainly! You can schedule a free consultation to learn more about our services and you can request a trial account to use our Control Center. In the meantime you can listen to our music samples. We have an extensive list of audio samples that can be categorized per industry.

Our on hold service works with any phone system, whether you require files or a streaming solution. While our streaming solution offers you the most features, flexibility and ease of use, some phone systems can only take audio files at this time, so we will produce your audio in whatever format is required. To see if your phone system is compatible with our streaming solution, view our up-to-date list of integrations here. If you don't find yours listed here, be sure to let us know; we may be able to provide a streaming integration by working in cooperation with your carrier.

Easy On Hold^® helps people switch from their current provider every day. We make it easy by improving your current content with new content you wish to play. You only have to upload the files or streams we send you, instead of the ones from your current provider. Easy On Hold^® will also provide the necessary appliances or devices needed for on-premise situations for both enterprises and small businesses, with full-time technical support for a seamless transition.

This depends on the type of music you want to license, how many messages you wish to produce per year, and the number of agents and/or locations in your organization. Our starter package for small businesses with one location starts at $70/month, while our enterprise packages are on request due to the complexities involved. Request a free consultation to get a more accurate quote for your business.

We take care of ASCAP, SESAC, BMI, Sound Exchange, SOCAN, and Global Music Rights on your behalf. All licenses are included in the US and Canada. Ask about special worldwide license availability.

Our packages include various amounts of updates throughout a year. Our entry level package provides one group of 8 messages for the year, while our Anytime Plan lets you update weekly. Our other packages provide more combinations. Request a free consultation to see what package is right for you.

Depending on your desired experience, you may continue using your IVR's barge in messaging with our streaming solution; however, in this scenario songs will be interrupted. For a better caller experience, Easy On Hold^® recommends relying on the stream to play back your desired content to callers rather than relying on your IVR feature. Messages can be scheduled to play at specific times and in between songs and can also be played in real-time, such as during emergency outages, so that songs are not interrupted and the caller is presented with a 'radio station' experience that feels dynamic and non-interruptive. Listen to the difference here.

No, you are not buying the on hold music. Easy On Hold^® provides performance-only licensing rights, but not ownership.

Editing, copying, or in any way changing the music is not covered in our licenses. Easy On Hold^® has the ability to edit the music length for you with our paid licensing rights internally. If you tell us what you're looking for, we can provide the music tracks at your desired length.

If you use our streaming solution, you will have access to a full log of what on hold music or voiced message was playing and when. Stream uptime can be viewed as well. With file-based solutions, you have no access to when the audio is played or what happened during hold time.

We work with any phone system, so we will just need to know how music on hold content gets loaded into your new phone system, and provide that delivery method to you, whether as files that you load yourself or a stream that Easy On Hold^® manages for you.

Yes. Many of our clients already engage the talents of a preferred voice over talent. You only have to let us know how you want to incorporate your voice over talent with us. In your Content Control Center, you can drag and drop voice over audio files for our production team to review. Whether you want the voice mixed over music, or you have existing music and messages that you want greater control over, we are happy to collaborate.

Yes, Easy On Hold^® can provide audio productions and technology for companies located anywhere in the world. Though certain types of our music can only be licensed in North America, we have a full library of instrumental music that can be licensed and used in any country. Combined with our list of over 80 foreign language voice talents, your message is sure to be understood wherever you do business.